Workforce Engagement Management


June 16, 2021

Communicate

  • WebRTC Media Helper for VDI environment

Contact center

  • Introducing Architect common module flows
  • Permission to activate and deactivate queue membership
  • New custom actions and usability improvements for script designers
  • Caller ID and caller name specification on Callback API
  • Bring Your Own Technology (BYOT) billing changes

Deprecations

  • Facebook Messenger HUMAN_AGENT message tag deprecation
  • Predictive Engagement outcome limitation change
  • Topics and programs audit events name change
[View details]

June 2, 2021

Contact center

  • Introducing the Amazon Lex V2 integration with Architect flows
  • Increased routing duration for bullseye and preferred agent methods
  • Out-of-the-box topics for speech and text analytics
  • Improved voice transcription accuracy for English language regions
[View details]

May 26, 2021

Contact center

  • Introducing Architect flow outcome milestones
  • View bot flow utterance history
  • Enhancements to workforce management forecasts

Deprecations

  • Incoming non-voice interaction alert ringtone change
  • Reduced data retention period for journey history change
[View details]

May 19, 2021

Contact center

  • Add external links for coaching appointments
  • View participant data attributes in the interaction detail page
  • Audit log viewer for workforce management schedules and work plans

Deprecations

  • Journey JavaScript SDK specific mappable customer traits deprecation
  • Predictive Engagement webhooks deprecation
  • Reduced data retention period for journey history postponement
  • Predictive Engagement outcome limitation change postponement
[View details]

May 12, 2021

Contact center

  • Amazon Polly Neural TTS Voices support
  • Returned results count from Analytics API endpoint Elasticsearch queries
  • Spain Spanish, South African English, and Indian English programs, topics, and phrases support
[View details]

May 5, 2021

Communicate

  • Search for external contacts and organizations on mobile devices

Contact center

  • Topic manager and topic spotting support for queues and flows
  • Configurable messaging threading timeline
  • Export Architect flows in YAML format
  • External contacts bulk APIs for notes and relationships
  • Journey aggregate query API for non-offered action states

Deprecations

  • CIDR IP address range for cloud media services change completed
[View details]

April 28, 2021

Contact center

  • New columns in Interactions view
  • Coaching added to WEM Upgrade subscriptions

Deprecations

  • Coaching permissions change
  • Keyword spotting endpoints deprecation
  • CIDR IP address range for cloud media services change
[View details]

April 7, 2021

Contact center

  • New location for quality management evaluations and surveys
  • Additional Spanish sentiment analysis support

Platform

  • Developer Center refresh

Deprecations

  • CIDR IP address range for cloud media service change
[View details]

March 31, 2021

Communicate

  • Custom SIP response code for maximum call setting in trunk configurations

Contact center

  • New queue configuration tabs
  • Manually assign waiting interactions in a queue

Integrations

  • Okta for Genesys Cloud SCIM

Deprecations

  • Coaching permissions change
  • CIDR IP address range for cloud media service change
[View details]

March 24, 2021

Contact center

  • Acoustic analysis information in Transcript URL API

Deprecations

  • CIDR IP address range for cloud media service change
  • Topics and programs audit events name change
  • Quality Management Audit API change
[View details]

March 3, 2021

Contact center

  • Content Search view for voice transcripts
  • Search interactions for SIP signaling information for all regions
  • Route voice interactions based on external contact information
  • Record ACD agent consult calls
  • Screen recording limit increase
[View details]

February 24, 2021

Contact center

  • Introducing Architect Dialog Engine bot flows
  • Introducing performance management and gamification
  • Track agent attrition
  • View historical data within workforce management best method forecasts
  • Introducing historical data import for workforce management best method forecasting
  • New Adobe Experience Platform Launch extension for Predictive Engagement

Deprecations

  • CIDR IP address range for cloud media services change
[View details]

February 17, 2021

Communicate

  • Make and receive WebRTC calls on Android devices

Contact center

  • Search interactions for SIP signaling information for selected regions
  • Agent evaluation comment indicator
  • Call recording playback and transcription synchronization
  • Voice transcription support for BYOC Premises
  • Frequency capping on Predictive Engagement web action offers

Integrations

  • AWS Lambda data actions integration enhancement

Deprecations

  • Predictive Engagement webhooks deprecation
  • Journey history data retention period change
[View details]

February 10, 2021

Communicate

  • BYOC Cloud custom SIP headers for improved carrier interoperability
  • Extended maintenance window for cloud-based Edge updates

Contact center

  • Introducing programs, topics, and phrases for speech and text analytics
  • US English, UK English, Australian English, and US and Latin America Spanish programs, topics, and phrases support
  • Coaching appointment scheduling with workforce management
  • Receive agent workforce management schedule and time off request notifications on iOS and Android devices

Integrations

  • Introducing the Zoom Phone integration

Deprecations

  • Replace call with voice in Sentiment Aggregates API change
[View details]

February 3, 2021

Contact center

  • Spain Spanish, German, South African English, and Indian English voice transcription support

Deprecations

  • CIDR IP address range for cloud media services change
  • Create Site API call attribute requirement change
[View details]

January 27, 2021

Communicate

  • Make and receive WebRTC calls on iPhones

Contact center

  • Scheduled Callbacks view usability enhancements
  • Export view data advanced options
  • Analytics Aggregates API for sentiment analysis on digital interactions

Platform

  • Restore deleted OAuth clients
  • Set Collaborate chat message retention
[View details]

January 20, 2021

Contact center

  • Workforce management work plan validation enhancements
  • France French, Canadian French, Italian, and Brazilian Portuguese voice transcription support
[View details]

January 13, 2021

Communicate

  • DID and toll-free number management enhancements

Contact center

  • Sentiment analysis for digital interactions
  • Voice transcription enhancement in speech and text analytics API
  • Undo or redo changes to a workforce management work plan
  • Genesys Predictive Engagement rebranding

Deprecations

  • Export Media Types and Role real-time columns data into .csv files deprecation
  • Limit journey and interaction history for external contacts and organizations to 365 days deprecation
[View details]

December 16, 2020

Contact center

  • Queues Activity Detail view usability improvement
  • Performance Dashboards enhancement
  • Voice transcription search improvements
  • Predictive Engagement integration with Adobe Analytics
  • Chat emoji enhancement
  • Canned responses editor improvement

Deprecations

  • Analytics User Detail Endpoint API query interval change
  • Analytics Conversation Detail Endpoint API query interval change
  • Limit journey and interaction history for external contacts and organizations to 365 days postponement
[View details]

November 18, 2020

Contact center

  • Agent-owned records for preview campaigns
  • Speech and text analytics settings improvement
  • Service level calculation enhancement
  • Access partial availability time stamp in Analytics API
  • Interactions panel improvement

Platform

  • Release Notes now include feature subscriptions
[View details]

October 28, 2020

Contact center

  • Introducing workforce management work plan rotations
  • Add an interaction to an existing coaching appointment
  • Interaction’s detail page improvements
  • WEM add-on price reduction
  • Routing Used filter and column in Performance views
  • Provider filter in Performance views

Deprecations

  • Screen recording policy changes for Genesys Cloud 2 users postponement
[View details]

October 14, 2020

Communicate

  • Configure beep tones for line recording

Contact center

  • Email Performance view reports
  • Analytics Aggregates Endpoint API for sentiment analysis

Integrations

  • Introducing the Microsoft Teams integration

Platform

  • Disable Collaborate video

Deprecations

  • Limit interaction history for external contacts and organizations to 30 days deprecation
  • Default word confidence change in speech and text analytics settings
[View details]

October 7, 2020

Contact center

  • Workforce management planning group improvements
  • View agent development activities using APIs

Integrations

  • Interaction widgets for client application integrations

Deprecations

  • Screen recording policy changes for Genesys Cloud 2 users
[View details]

September 30, 2020

Communicate

  • Geo-Lookup TURN for WebRTC implementations

Contact center

  • Download individual non-voice interaction recordings
  • View agent workforce management schedules on iOS devices
  • Sync workforce management schedules to external calendars with QR codes
  • Pass data between Genesys Cloud and Google Dialogflow
  • Long code support for outbound SMS campaigns
  • Save and dial non-E.164 numbers for external contacts

Platform

  • Desktop applications have a new name

Deprecations

  • Genesys Cloud Ruby SDK deprecation
[View details]

September 23, 2020

Contact center

  • Introducing sentiment analysis
  • Enhanced player on interaction detail page
  • Richer customer journey context for agents
  • Business hours scheduling for Predictive Engagement web chats
  • Change history log for Predictive Engagement
  • Configurable default prompts in Genesys Dialog Engine

Integrations

  • IP addresses for emails sent using the custom SMTP server integration

Deprecations

  • Export Media Types and Role real-time columns data into .csv files deprecation
[View details]